FREQUENTLY ASKED QUESTIONS
Orders & Shipping
You can attempt to cancel your order for up to one hour after it has been placed.
Go to our Contact Us page and put in the subject “I wish to quick cancel my order number (insert order number).
Please note if we cannot cancel your order, it will be shipped to you, and you will need to return it at your own cost.
As mentioned in our Terms and Conditions, custom duties may be charged by your local authority. This is additional to your purchase, and we have no control over it, as it has been applied by your local customs authority.
Please be aware that you are confirming you understand this when you proceed through our check out.
If you would like further information on any possible duties payable on your purchase, for your country, please contact us.
If you refuse to collect your goods, the cost of returning your order to the origin will be removed from your refund.
This cost will be $45 for the return postage, as well as the $110 clearance fee to receive the goods back to origin, totalling $155. This total will be deducted from your refund upon receiving the goods.
You will not receive your refund until the goods have been returned and received by our warehouse, which can take up to 2 weeks.
Please be aware that the $45 charged to you at the checkout is not the total cost of your postage and the actual cost of returning the goods may be much higher (around $40 per item).
No, unfortunately we are unable to breach customs laws by lowering the value of your goods.
We currently can ship to almost anywhere in the world, except for PO boxes or parcel lockers.
For any Russian orders, due to restrictions on customs clearance, all deliveries to Russia must be shipped to a corporate entity or organisation and require a business address.
All of our orders are shipped by express courier.
Shipping takes an estimated 3-5 business days for delivery (including processing) within Australia.
4 - 8 days for Express delivery and 7-21 days for Standard Delivery to the rest of the world.
Sale Orders
Please allow an extra 3 - 8 days processing for dispatch of orders during peak periods such as ‘Sale’ and ‘Christmas’ periods.
Please note during these peak periods we are unable to answer emails requesting an ETA on sale items.
Heavily reduced Sale items (FINAL SALE) may be dispatched from different locations and can take from 5 days up to 4 weeks to arrive. We recommend allowing up to 4 weeks to receive any items purchased on sale.
We also advise to provide an address where you will be present to receive the goods as they will be left without signature if no one is home.
Please note, no responsibility is taken for lost or misplaced goods once they have been marked as delivered.
Shipping Costs
Please see our shipping costs below
$20 (AUD) within Australia
$45 (AUD) Standard Worldwide
$60 (AUD) Express for Worldwide (Excluding UAE, Saudi Arabia & Kuwait)
$100 (AUD) for UAE, Saudi Arabia & Kuwait.
Shipping costs cover delivery only.
Please note shipping requires signature on arrival for international deliveries. For international orders over $1,000 AUD, we require written confirmation of the delivery address and contact number to ensure protection for both buyer and seller of the goods.
Duties and Taxes Information
Most countries charge import duty for goods upon entry. Import taxes and customs duties levied by the destination country are the responsibility of the receiver. This is applied by your local customs authority and ZHIVAGO has no control over this. Please investigate your country import regulations before purchasing online.
USA usually charges import duty when goods exceed $800. Other countries such as the United Kingdom charge duty and VAT for all goods upon entry into the UK. For this reason, we do not recommend ordering multiple sizes of an item, if you require sizing assistance, please contact us and we can advise you of your best fit.
Most local customs authorities allow duty refunds for unwanted returned goods. Please contact your local customs authority for further information.
IMPORTANT
If you refuse a shipment from ZHIVAGO due to duties payment and the goods are returned to origin, any fees that have been charged by customs authorities or the courier to return the goods (as well as your original shipping cost) will be deducted from your credit note.
This will be higher than the flat fee $45 shipping charged to you as it will be the actual return postage cost plus the customs entry fee back to our warehouse ($121AUD approx.). Your return will also not be processed until the goods are received back at the warehouse, which can take up to 14 days.
NO REFUNDS ON REFUSED SHIPMENTS DUE TO DUTY, ONLY CREDIT NOTES WILL BE ISSUED.
This includes ignoring duty invoices or not being available for courier to reach you regarding duty payments.
Please note it’s your obligation to track your shipment and be available to receive duty invoices. If a shipment is returned to origin due to not being able to contact you, this is still considered a refused shipment. Please ensure you understand your duty obligations before purchasing.
For this reason, it’s recommended you purchase from your local boutique if possible as any duties have been included into the price and are fully refundable should the item not be suitable.
For further information on duties and taxes to other locations please enquire with your local customs authority.
Returns & Exchanges
You may request a return/exchange for new*, unused items within 14 days of receiving the item.
*No change of mind returns on AFTERPAY purchases, exchange is only for eligible purchases.
Once your return is approved, you must ship the item within 14 days of delivery for a full refund minus the shipping cost.
Only one exchange is permitted per sale.
*No change of mind returns on final sale items reduced 50% or higher.
Credit notes only will be issued for SALE returns.
US customers – we now have a US based warehouse to process our returns and help minimise your return shipping costs.
Simply email us on [email protected] and request a return authorisation.
Return authorisations will not be granted if requested more than the 7 days after delivery. If a return is authorised but the goods are posted more than 14 days after delivery, your return will be rejected, and the item will be returned to you.
Please note- you can ship the item on the most economical service, as long as the item is postmarked as shipped within the 14-day period- although this will delay your refund. The item does not have to arrive at our warehouse within the return period, just be shipped back within the return period.
Please note the responsibility of the return of goods is yours and ownership does not pass to ZHIVAGO until the goods are received.
Any customs charges and duties imposed on the returns will be deducted from the refundable amount, please follow the guidelines closely for shipping your return to avoid customs charges.
Goods must be postmarked as sent within 7 days of receiving your Return Authorisation or you will be issued a store credit.
Goods returned without a return authorisation will not be processed and you will be required to pay a shipping fee for your items to be returned to you or they will be disposed of within 7 days.
Returns will not be granted if requested after 14 days of delivery.
Shipments that are returned to origin because you have refused to pay the duties incurred by your country will be refunded with a credit note only. No refunds will be permitted.
Please ensure the new, unused garments are returned unworn with all tags and labels attached, including swing tags and Product Authenticity Tag.
If the goods are returned without the Product Authenticity Tag attached or it has been tampered with in any way, your return will be rejected immediately, and the item will be returned to you. Items are able to be tried on without removing tags, so please do not email for an exception due to removal for trying on.
Please do not try on the garment while wearing heavy perfume or makeup. Please take care to avoid getting any makeup or tan on the item. Please be mindful of pet hair or fur shedding from bedding, rugs, or furnishings. If the goods are returned containing traces of makeup or tan, deodorant, lint, or fur, smells of perfume, smoke, body odours, or stains your return will be rejected.
IMPORTANT: If you return the item with any tags removed, with any makeup/tan/deodorant residue, hair, lint, or smell of perfume, smoke, body odour, body spray or without the satin bag; the return will be rejected, and the item will be returned to you.
There are no exceptions to this! Please ensure your returned item is carefully inspected and there is none of the aforementioned issues before sending the item back. The returned item must be in perfect saleable condition.
If your returned goods are deemed to be worn, used, damaged, or fail to meet the terms of our return policy, we will email you to inform that your return is rejected, and the goods will be returned to you.
You should expect to receive your refund within 7 days of the goods being received back at our warehouse, however, in many cases you will receive a refund more quickly.
This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.
Due to worldwide shipping and processing delays, sometimes your goods will be delayed in processing for your refund up to 14 days. Goods being tracked as received at our warehouse still need to have 14 days allowed for processing of your return and your refund to be received.
Please be patient and understand this is not within our control. We are not able to answer emails for whereabouts of refund unless the time frame has exceeded the above.
Thanks for your understanding.
Size Guide
Visit this link to find the right size for you.
Gift Cards
Visit this link to view the available gift card options.
ZVIP
The ZVIP Club has been created to reward our loyal customers; you're all very special to us, and this is our way of showing you!
Each time you make a purchase, you receive points that earn your ZVIP status tier. Each status tier comes with member-only benefits for you to use towards future purchases.
As you move up the tiers, you will also receive free products and member-only gifts.
You also earn points by registering as a member of the ZVIP Club.
We will send you emails as part of your membership with previews of sales and special member-only offers.
If you don't wish to receive these, you can unsubscribe at any time.
To begin, simply create an account and check the ZVIP Club tab on your account page to see your progress and check out the perks you will receive for each tier level.
To join our ZVIP Club, simply create an account. You will receive points and perks upon signup! Some of the perks on offer include free shipping, membership to VIP lounges with VIP pricing on all products, including sales, and even free gifts!
No membership is free.
The ZHIVAGO Z VIP status tiers are:
• Bronze
• Silver
• Gold
• Platinum
• Diamond
The more you spend, the more points you get and the quicker you move up the status tiers meaning more rewards!
Your ZVIP points expire every 2 years. However, your privileges may last a shorter or longer time. Please check the expiration date on each privilege you receive within your account.
Your ZVIP points are added to your account once your purchase is completed. However, if you return your item, the points and any associated privileges resulting from the purchase will be deducted from your account.
Gift voucher purchases also accrue points!
*Please note if you move up a tier from a purchase, you cannot return that purchase for a refund if you have since purchased more items at a higher ZVIP level or redeemed rewards earnt from that purchase.
Payment Options
We currently offer the following payment methods:
- Visa
- Mastercard
- PayPal (Pay in 4)
- Afterpay
Wishlist
If you would like to use our Wishlist function, please create an account.
Please note, using our Wishlist feature will not save or hold any items in your cart.
Cruelty Free Policy
ZHIVAGO is one of the world's largest cruelty-free womenswear brands, setting the standard for luxury fashion with a conscience. Since 2016, the brand has been proudly cruelty-free and vegan, creating stunning collections with sustainable, animal-friendly materials. ZHIVAGO is committed to ensuring that no leather, silk, fur, or wool is used in any of its products, further reinforcing its dedication to ethical fashion. In 2018, ZHIVAGO was recognised as Australia's Most Animal-Friendly Label, a well-deserved accolade.
Additionally, Zhivago proudly holds PETA certification, further solidifying its position as a trailblazer in the ethical fashion industry. With PETA certification, ZHIVAGO continues to lead the way in compassionate luxury, proving that high-end style and animal welfare can go hand in hand.
With its bold, glamorous designs and unwavering commitment to animal welfare, ZHIVAGO is redefining luxury with conscience.
Made to Order
Our Made to Order range offers a truly personalised and inclusive fashion experience, designed to cater to all fashion lovers. This exclusive collection features a stunning range of satin styles available to order in over 24 colours, giving clients the freedom to choose the perfect shade for any occasion.
The range is also thoughtfully inclusive, with sizes available from US 0/AU 4 all the way through to US 20/AU 24, ensuring that women of all shapes and sizes can experience the luxury and sophistication that ZHIVAGO is known for. What’s more, the Made to Order styles can be made to measure, guaranteeing a perfect fit for every body shape. By offering such a wide selection of sizes, colours, and the option for custom measurements, ZHIVAGO celebrates diversity and empowers individuals to find their ideal fit, embracing every unique body and style preference.
This commitment to inclusivity makes ZHIVAGO’s Made to Order range not just about fashion, but about making every woman feel seen, valued, and beautiful.
ZHIVAGO’s Made to Order process is designed to provide a seamless and personalised shopping experience for every customer. Clients can easily use our brand’s size calculator available on the website to determine their best fit, making it simple to order directly with confidence.
For those who prefer a more tailored approach, ZHIVAGO also offers the option to email their measurements to the customer care team, who will then assist in advising the best size to order.
This ensures that each piece is crafted to perfection, giving customers the assurance that their garment will fit beautifully, whether they are ordering off the website or seeking more personalised guidance. With this thoughtful and flexible approach, ZHIVAGO makes sure that each customer receives the ideal fit, ensuring a flawless, custom-made garment every time.
When ordering online, each item will display as either “In Stock” or “On Backorder.” If an item is marked as “In Stock,” it means the size and colour you selected are available and will be shipped within the usual shipping guidelines.
However, if the item shows as “On Backorder,” this indicates that the piece will be made to order and will arrive within 4 to 6 weeks.
For customers with time-sensitive needs, ZHIVAGO offers the option to email customer care to inquire about the fastest delivery time for rush orders. Custom size orders, whether placed via the size calculator or with personalised measurements, will also take 4 to 6 weeks to arrive from the purchase date. This ensures that each garment is carefully crafted to your specifications and delivered with the highest quality and attention to detail.
If ordering, please contact one of our customer service representatives for sizing assistance or use our size calculator to determine your correct size as ‘Made to Order’ styles are non-returnable.
Sustainability
ZHIVAGO’s commitment to sustainability is woven into every aspect of its design and production process, with a focus on creating garments that stand the test of time.
Rejecting the fast-fashion model, ZHIVAGO designs with longevity in mind, producing pieces that transcend trends and are meant to be worn and loved for years to come. This timeless approach not only ensures that each garment remains relevant but also encourages a more sustainable relationship with fashion, reducing waste by eliminating the need for constant consumption.
Beyond the clothing itself, ZHIVAGO makes conscious choices to minimise its environmental impact. The brand uses recycled plastic packaging, reducing the amount of plastic waste, and opts for recycled paper for hang tags, ensuring that even the smallest details contribute to a more sustainable future.
ZHIVAGO’s commitment extends to its garment accessories as well, with satin garment bags made from recycled satin fabric. Additionally, many of the brand’s garment linings are crafted from recycled jersey, reinforcing its dedication to using eco-friendly materials.
Through these thoughtful practices, ZHIVAGO is not only creating luxury fashion with a conscience but is also leading the charge in sustainable innovation within the fashion industry.
AntiWear Ribbons
ZHIVAGO takes great care in ensuring that its garments remain of the highest quality, which is why the brand employs innovative AntiWear ribbons in its designs. These ribbons are an important part of ZHIVAGO’s commitment to maintaining the integrity and exclusivity of each piece. By using these AntiWear ribbons, ZHIVAGO protects its clients from purchasing items that have been worn or compromised in any way.
This ensures that every piece purchased is as pristine and luxurious as it was when first created, preserving the brand's commitment to superior craftsmanship.
These ribbons serve a dual purpose: they not only protect clients from purchasing items that have been worn, but also act as an authenticity seal, ensuring that each garment is genuine and has not been tampered with.
This thoughtful addition provides customers with peace of mind, knowing that every piece they purchase is as exclusive and pristine as it was when first created.
Charity Support
ZHIVAGO is deeply committed to supporting charitable organisations and giving back to the community. Since its inception in 2011, the brand has partnered with numerous causes, making a meaningful impact through both donations and collaborations.
ZHIVAGO has worked alongside organisations such as the WA AIDS Council, Ronald McDonald House, and Breast Cancer Care WA, demonstrating a strong commitment to helping those in need. Notably, the brand has raised over $300,000 for Breast Cancer Care WA, helping fund vital services for individuals and families affected by breast cancer.
ZHIVAGO’s philanthropic efforts go hand-in-hand with its values of compassion and care, ensuring that the brand not only leads in fashion but also in contributing to important causes that support the health and well-being of others.
Through these efforts, ZHIVAGO continues to make a positive difference, using its success as a platform to give back to the community.